The SNS Supervisor provides a strategic partnership with their assigned Solution Domain Manager by coordinating and operating their daily Services business effectively and efficiently.
This position is responsible for individual career planning and development, collaborating with the Domain Manager to hire according to the dynamic needs of the Delivery organization, and other administrative duties relative to team management.
They will act as a mentor to ensure proficiency on all products and processes delivered by the team and assist with the assignment of resources on projects.
The SNS Supervisor will be resourced on projects themselves as consultants and will serve as an escalation point for staffing or support issues related to the delivery of service.
Finally, the SNS Supervisor ensures the work adds value, is relevant to the strategy of the organization, and meets the goals set by executive management.
Key Areas of Responsibility
Work with SNS Solution Domain Manager (SDM) to plan and direct activities related to introducing new services, products, and processes
Provide day-to-day management and leadership for a subset of the Service team
Maintain close collaborative relationship with the SDM and other SNS Supervisors to manage the Service’s and team’s performance
Work with Demand and Resource Manager to resource team on projects
Hold regular meetings with assigned team, provide mentoring and training, and act as an escalation point for technical, delivery, or process questions
Manage escalations from customers and other SNS teams for the team they manage
Participate in the hiring process and onboard new coworkers
Support team members through career planning and development
Represent the Service team in review of Rough Orders of Magnitude (ROM), Statements of Work (SOW), and in Internal Kickoff Meetings (IKOM)
Provide timely and accurate system approvals for administrative needs, such as time cards, expense reports, and quarterly priorities
Prepare and deliver performance reviews
Participate in or lead performance management conversations as needed
Be able to step in and provide hands-on assistance or guidance with team members and/or project activities
Onboard new hires
Work in a 50% billable capacity to maintain relevancy to job function and encourage “lead by example” mentality
Education and/or Experience Qualifications
3+ years of experience as a developer or business analyst on the ServiceNow platform
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist for ITSM (CIS-ITSM)
At least 2 CIS certification (in addition to CIS-ITSM) – current or within 6 months of hire
Required Qualifications
Proven consulting experience as a key resource leading the delivery of solutions in customer environments
Considered an expert in their role
Experience implementing using the Agile/Scrum methodology
Active listening skills, respecting others' point of view and takes ownership of contributing the required input while demonstrating strong communication skills (written, interpersonal, and presentational)
Demonstrated ability to deal constructively with problems that do not have clear solutions or outcomes and make sound decisions even in the absence of complete information
Demonstrated interpersonal skills, customer centric attitude, ability to deal with cultural diversity
Effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles or position levels
Has a history of being a thought-leader and a team-influencer
Deep experience and demonstrated ability to promote and lead positive change in the organization
Proven team player and team builder
Strong ownership, accountability, and attention to detail in all work efforts
Ability to excel with minimum supervision
Commitment to customer satisfaction and supports our brand promise and guarantee to always “make it right”
Ability to travel 10% of the time
Preferred Qualifications
Bachelor’s Degree or equivalent
ITIL certification preferred; experience with other frameworks such as IT4IT, DevOps, an advantage
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